If you think there has been injustice or hardship because an organisation has not acted properly or fairly or has given you a poor service and not put things right, we can look at your complaint.

What you need to do first

You should complain to the organisation and give them a chance to put things right. If you want help with complaining to:

Visit our Complain for Change website for information about how to complain to the organisation.

If you complained to the organisation more than six months ago and have not received a decision, please contact us on 0345 015 4033.

If you are not happy with the organisation's final decision, you can ask us to look into it.

What we can help with

We make final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other UK public organisations. We do this fairly.

If we uphold the complaint, we may make recommendations for the organisation to put things right. This can include explanations, apologies and recommendations for the service to learn and improve.

Organisations we can look at

  • We can look into complaints about NHS organisations, for example: GPs, dentists, NHS hospitals or care in a private hospital if it was paid for by the NHS.
  • We can also look into complaints about services from government departments such as Jobcentre Plus, the Driver and Vehicle Licensing Agency (DVLA) or the UK Visas and Immigration Service (UKVI).

We need to make sure that we are the right organisation to look into your complaint.

 

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What happens to a complaint

Find out how we assess, resolve and investigate complaints.

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If we can't help

There are some organisations or matters that the Parliamentary and Health Service Ombudsman can't help with. Find out who you need to direct your complaint to.

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Customer Satisfaction Research

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